GUIDELINES

TELEPHONE COURTESY
THE MOMENT YOU ANSWER THE PHONE:
You are your company.
You are the most important person at work.
The telephone has placed you in the front line.
Your behaviour throughout the call will be seen
as the attitude of the company.
You are fully responsible to know various
features and correct operating procedures of
your telephone system.
You have to use "Sir", "Thank You", and
"Please", liberally during your conversation.
The key to a successful telephone
call is to simply remember that
your customer cannot see you.

Your challenge is to make up for all

that lost nonverbal communication
by using your voice effectively.

I. The Start

(A. STAFF START . . .)

1. Answer All Telephone Calls Promptly & Quickly.

Within the first iF ve rings .

2. Start Each Telephone Call Politely and

Informatively.
a) A nice welcome phrase:
"Good Morning (Good Afternoon)"
b) Identify your place of business:
"(your) Department & Location"
c) Identify yourself:
"name and position"
d) Offer your help politely:
"May I help you, SIR?"

3. Speak Clearly and Pleasantly.

Don't be too informal.
Always be respectful.
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4. Smile.
It helps your voice to sound sociable.

5. Establish and Use Other Person's

Name Early in the Telephone
Conversation. If You Don't
Know His Name Ask:
"May I know who is calling, please?"

6. Get Permission When Using

Speaker Phones.
"May I put you on the speaker phone, so that
Mr. ... can join us in the conversation?"

THE FIRST IMPRESSION ABOUT THE

COMPANY IS BUILT THROUGH THE
OPERATOR'S OPENING RESPONSE
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I. The Start (B. OPERATOR'S START . . .)

1. Answer All Telephone Calls Quickly, Quickly,
Quickly, Quickly, . . .
WITHIN THE FIRST RING.
Start The Call Politely By,
A NICE WELCOME PHRASE:
"Good Morning (Good Afternoon)"
IDENTIFY YOUR PLACE OF BUSINESS:
"(your) Company name - (your) Division"
OFFER YOUR HELP:
"May I help you, SIR?"
2. Take Enough Information, That You Can Make
A Right Connection
FOLLOW THE CALL UNTIL ANSWERED
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CAPSULATION

OPERATOR'S ANSWER
Good Morning / Good
Afternoon.
Company Name.
May I Help You, Sir.
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II. The Message

1. Listen.
a) Resist the temptation to interrupt.
b) Record and read back key points.
c) Demonstrate that you are listening by making "continuity
noises" such as: "yes", "exactly", "please continue".

2. Concentrate.
Give the telephone conversation your undivided attention.

3. Be prepared.
a) Be in the right place to take the call.
b) Have the right information at hand.
c) Have your writing hand free.
d) Have a pen and paper ready.

4. If the Customer Asks for A Specific Person

Who is Busy, Offer Your Assistance Instead.
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5. Use HOLD Very Carefully.

a) When placing a customer on hold, be sure to explain
the reason, and ask if the customer minds.
b) If you put a customer on hold, it is your responsibility
to see that the call is completed.
c) Never leave a caller on hold more than 60 seconds.

6. Tactfully Handle Calls at Inconvenient

Times.
a) Never rush the caller.
It is threatening.
b) Never shout, or raise your voice.
It is rude.

III. The Close

1. Be helpful.
Volunteer help, don't wait to be asked.

2. Summarise.
a) Finish by recapping exactly what you are going to
do as a result of the telephone conversation.
b) Take any promised action immediately.

3. Don't Forget to End the Call Politely.

"Thank You for Calling, Sir."

CAPSULATION

STAFF
1. Answer Telephone Quickly.
2. Speak Pleasantly.
3. Identify Yourself.
4. Offer Your Help.
5. Liberally Use :
"Sir", "Please", "Thank You"

6. Take Promised Action Now.

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CAPSULATION

OPERATOR
1. Answer Telephone Quickly.
2. Speak Pleasantly, Be Welcoming.
3. Identify Your Place of Business.
4. Offer Your Help.
5. Liberally Use :
"Sir", "Please", "Thank You"
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OPERATOR'S ANSWER
Good Morning /
Good Afternoon.
Company Name.
May I Help You, Sir.
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